Network telephony interface systems between data network telephony and plain old telephone service including CTI enhancement in the data network

ABSTRACT

A telephony call center system has Data Network Telephony (DNT)-capable telephone apparatus at agent stations connected on a Local Area Network (LAN), a data router at the call center connected on the LAN with a data port connected to a data network capable of transmitting Data Network Telephony (DNT) calls, and a Computer Telephony Integration (CTI) Server connected by a CTI link to the data router. A bridge unit is connected to the same data network at a remote (network) location by a data network port, and to a Connection Oriented/Switched Telephony (COST) network by a second port. The bridge unit further includes conversion circuitry for converting data dynamically between DNT and COST telephone calls, and control routines adapted to receive a first call from one of the COST and DNT networks, to place a call associated with the received call on the network other than the network on which the call is received, and to dynamically convert data between the associated calls. In a preferred embodiment the COST network is a Publicly-Switched Telephone Network (PSTN) and the data network is the Internet. Also in a preferred embodiment the CTI Server in the call center communicates with a CTI server in the data network, which is in turn connected to a data router in the data network, providing CTI functionality such as pre-routing at network level based on information sent from a call center, and electing information from callers and providing the information related to a call to a call center where a call may be directed. In this embodiment a data network equivalent of a Service Control Point in a COST network is provided.

CROSS-REFERENCE TO RELATED DOCUMENTS

The present patent application is a Divisional application of copendingpatent application 09/024,923 filed on Feb. 17, 1998.

FIELD OF THE INVENTION

The present invention is in the field of telephony communication andpertains more particularly to methods and apparatus for seamlessinterfacing and integration of telephony on different networks.

BACKGROUND OF THE INVENTION

In the field of telephony communication, there have been many intechnology over the years that have contributed to more efficient use oftelephone communication within hosted call-center environments. Most ofthese improvements involve integrating the telephones and switchingsystems in such call centers with computer hardware and software adaptedfor, among other things, better routing of telephone calls, fasterdelivery of telephone calls and associated information, and improvedservice with regards to client satisfaction. Such computer-enhancedtelephony is known in the art as computer-telephony integration (CTI).

Generally speaking, CTI implementations of various design and purposeare implemented both within individual call-centers and, in some cases,at the telephone network level. For example, processors running CTIsoftware applications may be linked to telephone switches, servicecontrol points (SCP), and network entry points within a public orprivate telephone network. At the call-center level, CTI-enhancedprocessors, data servers, transaction servers, and the like, are linkedto telephone switches and, in some cases, to similar CTI hardware at thenetwork level, often by a dedicated digital link. CTI and other hardwarewithin a call-center is commonly referred to as customer premisesequipment (CPE). It is the CTI processor and application software issuch centers that provides computer enhancement to a call center.

In a CTI-enhanced call center, telephones at agent stations areconnected to a central telephony switching apparatus, such as anautomatic call distributor (ACD) switch or a private branch exchange(PBX). The agent stations may also be equipped with computer terminalssuch as personal computer/video display unit's (PC/VDU's) so that agentsmanning such stations may have access to stored data as well as beinglinked to incoming callers by telephone equipment. Such stations may beinterconnected through the PC/VDUs by a local area network (LAN). One ormore data or transaction servers may also be connected to the LAN thatinterconnects agent stations. The LAN is, in turn, connected to the CTIprocessor, which is connected to the call switching apparatus of thecall center.

When a call arrives at a call center, whether or not the call has beenpre-processed at an SCP, typically at least the telephone number of thecalling line is made available to the receiving switch at the callcenter by the network provider. This service is available by mostnetworks as caller-ID information in one of several formats such asAutomatic Number Identification (ANI). If the call center iscomputer-enhanced (CTI) the phone number of the calling party may beused to access additional information from a customer information system(CIS) database at a server on the network that connects the agentworkstations. In this manner information pertinent to a call may beprovided to an agent, often as a screen pop.

Proprietorship of CTI equipment both at individual call-centers andwithin a telephone network can vary widely. For example, a phone companymay provide and lease CTI equipment to a service organization hosting anumber of call-centers. A telecommunications company may provide andlease CTI equipment and capability to an organization hosting callcenters. In many cases, a service organization (call center host) mayobtain and implement it's own CTI capability and so on.

In recent years, advances in computer technology, telephony equipment,and infrastructure have provided many opportunities for improvingtelephone service in publicly-switched and private telephone intelligentnetworks. Similarly, development of a separate information and datanetwork known as the Internet, together with advances in computerhardware and software have led to a new multi-media telephone systemknown in the art by several names. In this new systemology, telephonecalls are simulated by multi-media computer equipment, and data, such asaudio data, is transmitted over data networks as data packets. In thisapplication the broad term used to describe such computer-simulatedtelephony is Data-Network Telephony (DTN).

For purposes of nomenclature and definition, the inventors wish todistinguish clearly between what might be called conventional telephony,which is the telephone service enjoyed by nearly all citizens throughlocal telephone companies and several long-distance telephone networkproviders, and what has been described herein as computer-simulatedtelephony or data-network telephony. The conventional system is familiarto nearly all, and is often referred to in the art as Plain OldTelephony Service (POTS). This designation is more strictly applied inthe language of the art, however, to analog-only systems, and might beconfusing to many if used in the context of this specification. Thecomputer-simulated, or DNT systems are familiar to those who use andunderstand computer systems. Perhaps the best example of DNT istelephone service provided over the Internet, which will be referred toherein as Internet Protocol Network Telephony (IPNT), by far the mostextensive, but still a subset of DNT.

Both systems use signals transmitted over network links. In fact,connection to data networks for DNT such as IPNT is typicallyaccomplished over local telephone lines, used to reach such as anInternet Service Provider (ISP). The definitive difference is that theolder, more conventional telephony may be considered to beconnection-oriented, switched telephony. In these systems, calls areplaced and connected (switched) to occupy a specific, dedicated path,and the connection path is maintained over the time of the call.Bandwidth is thus assured. Other calls and data do not share a connectedchannel path in such a dedicated connection system, except in theinstance of conferenced calls, wherein the conferenced calls are stilldedicated to the established path. In a typical DNT system, on the otherhand, the system is not dedicated connection oriented. That is, data,including audio data, is prepared, sent, and received as data packets.The data packets share network links, and may travel by varied andvariable paths. There is thus no generally dedicated bandwidth, unlessspecial systems, such as RSVP systems known in the art, are used forguaranteeing bandwidth during a call. For these reasons, thededicated-connection, switched systems (non-DNT) are referred to in thisspecification as COST systems, meaning Connection Oriented/SwitchedTelephony.

Under ideal operating circumstances a DNT network, such as the Internet,has all of the audio quality of conventional public and private COSTnetworks, and many advantages accruing from the aspect of directcomputer-to-computer linking. DNT systems are also typically implementedwith equipment less extensive and expensive than those necessary forCOST systems. However, DNT calls must share the bandwidth available onthe network in which they are traveling. As a result, real-time voicecommunication may at times suffer dropout and delay. This is at leastpartially due to packet loss experienced during periods of less thanneeded bandwidth which may prevail under certain conditions such ascongestion during peak periods of use, and so on.

Recent improvements to available technologies associated with thetransmission and reception of data packets during real-time DNTcommunication have made it possible to successfully add DNT, principallyIPNT capabilities to existing CTI call centers. Such improvements, asdescribed herein and known to the inventor, include methods forguaranteeing and verifying available bandwidth or quality of service(QoS) for a transaction, improved mechanisms for organizing, coding,compressing, and carrying data more efficiently using less bandwidth,and methods and apparatus for intelligently replacing lost data viausing voice supplementation methods and enhanced buffering capabilities.

In typical call centers, DNT is accomplished by Internet connection andIPNT calls. For this reason, IPNT and the Internet will be used almostexclusively in examples to follow. It should be understood, however,that this usage is exemplary, and not limiting.

In systems known to the inventors, incoming IPNT calls are processed androuted within an IPNT-capable call-center in much the same way as COSTcalls are routed in a CTI-enhanced center, using similar or identicalrouting rules, waiting queues, and so on, aside from the fact that thereare two separate networks involved. Call centers having both CTI andIPNT capability utilize LAN-connected agent-stations with each stationhaving a telephony-switch-connected headset or phone, and a PCconnected, in most cases via LAN, to the network carrying the IPNTcalls. Therefore, in most cases, IPNT calls are routed to the agent's PCwhile conventional telephony calls are routed to the agent'sconventional telephone or headset. Typically separate lines andequipment must be implemented for each type of call weather COST orIPNT.

Due in part to added costs associated with additional equipment, slines, and data ports that are needed to add IPNT capability to aCTI-enhanced call-center, companies are currently experimenting withvarious forms of integration between the older COST system and the newerIPNT system. For example, by enhancing data servers, interactive voiceresponse units (IVR's), agent-connecting networks, and so on, with thecapability of understanding Internet protocol, data arriving from eithernetwork may be integrated requiring less equipment and lines tofacilitate processing, storage, and transfer of data. However, telephonytrunks and IPNT network lines representing the separate networksinvolved still provide for significant costs and maintenance.

In some current art implementations, incoming data from the COST networkand the Internet is caused to run side by side from the network level toa call center over a telephone connection (T1/E1) acting as atelephone-data bridge, wherein a certain channels are reserved for COSTconnection, and this portion is dedicated as is necessary in COSTprotocol (connection oriented), and the remainder is used for DNT suchas IPNT calls, and for perhaps other data transmission. Such a serviceis described in more detail below as prior art, and is generally offeredby a local phone company. This service eliminates the requirement forleasing numerous telephony trunks and data-network connections. Routingand other equipment, however, must be implemented at both thecall-center level and network level significantly reducing any realizedcost savings.

A significant disadvantage of such a bridge, having dedicated equipmenton each end, is the dedicated nature of individual channels over thebridging link. Efficient use of bandwidth cannot be assured duringvariable traffic conditions that may prevail at certain times. Forexample, dedicated channels assigned to IPNT traffic would not beutilized if there were not enough traffic to facilitate their use.Similarly, if there was more COST traffic than the allotted number ofCOST channels could carry, no additional channels could be madeavailable.

In a yet more advanced system, also described in more detail below asprior art, and known in some call centers, a central switch within thecall center is enhanced with IP conversion capability and cancommunicate via LAN to connected IP phone-sets and PC's eliminating theneed for regular telephone wiring within a call center. However, theservice is still delivered via a telephone-data bridge as describedabove. Therefore, additional requirements for equipment and inefficiencyregarding use of bandwidth are still factors.

What is clearly needed is a method and apparatus whereby COST calls maybe seamlessly converted to DNT, such as IPNT calls at the network leveland routed to a call center as IPNT calls. Also other types of DNT callsmaybe similarly converted into IPNT calls. Such a method and apparatuswould eliminate the need for conventional telephone-switching equipmentand routers as well as multiple types of networks and 1 wiring sets in acall center, and allow full-service call centers to be implemented andoperated wholly without COST equipment, and at a significant costreduction both for equipment and operation.

SUMMARY OF THE INVENTION

In a preferred embodiment of the present invention a Computer-TelephonyIntegration (CTI) enhanced telephony system is provided, comprising aData Network Telephony (DNT) call center at a first location, the callcenter having multiple agent stations with DNT-capable telephoneapparatus connected on a local area network (LAN) to a Call-Center DataRouter in turn connected to a data network capable of carrying DNTcalls; a CTI Server connected by a CTI link to the Call Center DataRouter, the CTI server adapted to execute CTI applications; and aNetwork Data Router in the data network for routing data packets, theNetwork data router connected to a network CTI Server adapted to performCTI applications. The Call Center CTI Server communicates over the datanetwork with the Network CTI Server to provide CTI functions for callsrouted at the Network Data Router in the data network.

In another preferred embodiment of the present invention aComputer-Telephony Integration (CTI) enhanced telephony system isprovided, comprising a Data Network Telephony (DNT) call center at afirst location, the call center having multiple agent stations withDNT-capable telephone apparatus connected on a local area network (LAN)to a Call-Center Data Router in turn connected to a data network capableof carrying DNT calls; a CTI Server connected by a CTI link to the CallCenter Data Router, the CTI server adapted to execute CTI applications;a Network Data Router in the data network for routing data packets, theNetwork data router connected to a network CTI Server adapted to performCTI applications; and a computerized telephony bridge at a secondlocation remote from the first location; the computerized bridgecomprising a trunk-line port and associated circuitry for receiving andplacing Connection-Oriented/Switched Telephony (COST) telephone calls ona COST network; a data network port and associated circuitry forreceiving and placing Data Network Telephony (DNT) calls on the datanetwork; conversion circuitry for converting data dynamically betweenDNT and COST telephone calls; and control routines adapted to receive afirst call from one of the COST and DNT networks, to place a callassociated with the received call on the network other than the networkon which the call is received, and to dynamically convert data betweenthe associated calls. The Call Center CTI Server communicates over thedata network with the Network CTI Server to provide CTI functions forcalls routed at the Network Data Router.

In a preferred embodiment the data network is the Internet, and the DNTcalls are Internet Protocol Network Telephony (IPNT) calls. In someembodiments the DNT-capable telephone apparatus is aDNT-telephony-capable telephone; in others a multi-media personalcomputer (PC). Also in a preferred embodiment the bridge furthercomprises a digitally-stored look-up table relating COST telephonenumbers to IP addresses, and wherein the control routines are adapted toretrieve specific data from an incoming call, either COST or DNT, and touse the retrieved data to access the look-up table to determine anassociated COST telephone number or IP address, and to use theassociated COST telephone number or IP address to place a callassociated with the incoming call. The specific data from the incomingcall may be coded in a portion of an IP address associated with theincoming call.

In some embodiments the control routines are adapted to receive a DNTcall from a caller, and to negotiate with the caller to ascertain a COSTtelephone number to use to place a COST call associated with theincoming DNT call. In others the bridge further comprises an InteractiveVoice Response (IVR) unit, and the IVR unit negotiates with the callerto ascertain a COST telephone number for a call to be associated withthe incoming DNT call.

In embodiments of the present invention the Call Center CTI servercooperates with the network CTI server at the Network Data Router toprovide a data network Service Control Point (SCP) providing cooperativecall processing. In this aspect the cooperative call processing includespre-routing of incoming calls at the SCP based on data transferred fromthe CTI Server at the call center, and also in some cases elicitinginformation from callers at the SCP and transfer of the elicitedinformation to the Call Center CTI Server via the data network link.

In further embodiments there may be additional call centers at separatelocations, each having two or more agent stations, a computerized datarouter at each agent station connected to the DNT network and to the DNTinterfaces at the agent stations, wherein each router has a separate IPaddress and each router is adapted to receive DNT calls from thecomputerized telephony bridge and to route the calls to individual DNTequipment at the agent stations connected to the router at each hostlocation based on pre-stored routing rules, which may be different atdifferent host locations.

In another aspect a method for implementing a data network telephony(DNT)-only call center is provided, comprising steps of (a) forming acall center of two or more agent stations at a first host location, eachagent station having a Data Network Telephony (DNT) interface connectedby a local area network (LAN) to a Call Center data router at the callcenter with a DNT port adapted to connect to a data network capable oftransmitting DNT telephony calls, the data router having an IP address;(b) connecting a data network telephony (DNT) network to the DNT port atthe router; (c) connecting a first Computer-Telephony Integration (CTI)Server to the Call Center data router; (d) connecting a second CTIserver to a network data router in the DNT data network (e) connecting,remote from the first host location, a computerized bridge unit to theDNT network by a data network port and associated circuitry forreceiving and placing Data Network Telephony (DNT) calls on the datanetwork, the bridge unit having a trunk-line port and associatedcircuitry for receiving and placing Connection Oriented/SwitchedTelephony (COST) telephone calls on a COST network, conversion circuitryfor converting data dynamically between DNT and COST telephone calls,and control routines adapted to receive a first call from one of theCOST and DNT networks, to place a call associated with the received callon the network other than the network on which the call is received, andto dynamically convert data between the associated calls; (f) receivinga call at the DNT data network data router; and (g) processing thereceived call by CTI functions provided by the second CTI server incooperation with the first CTI server.

In this method the data network may be the Internet and the COST networkmay be a publicly-switched telephone network (PSTN). In some embodimentsthe DNT interface is a DNT-telephony capable telephone, and in others amulti-media personal computer (PC). Also in some embodiments the bridgeunit in step (c) further comprises a digitally-stored look-up tablerelating COST telephone numbers to IP addresses, and wherein in step (e)the association is done by accessing the look-up table.

A central feature of the present invention, new in the art, is a CTIenhanced Service Control Point comprising a CTI server connected to adata router in a data network such as the Internet, providingCTI-directed processing of calls at the data router.

BRIEF DESCRIPTION OF THE DRAWING FIGURES

FIG. 1 is a system diagram of a prior art call center and networkconnections, wherein the call center is capable of both COST and DNTcall handling.

FIG. 2 is a system diagram of a prior art call center having a dedicatedbridge connection for both DNT and COST calls

FIG. 3 is a system diagram of another call center with a dedicatedbridge connection as in FIG. 2, comprising an IP telephony switch in thecall center.

FIG. 4 is a system diagram of a DNT call center and connections tonetwork level, including a unique bridge unit, in an embodiment of thepresent invention.

FIG. 5 is a system diagram of the unique call center system andconnections of FIG. 4, further showing CTI enhancement.

DESCRIPTION OF THE PREFERRED EMBODIMENTS

FIG. 1 is a system diagram of a prior art call center and networkconnections, wherein the call center is capable of both COST and IPNTcall handling. In FIG. 1 telecommunications network 11 comprises apublicly-switched telephone network (PSTN) 13, the Internet network 15,and a call center 17. PSTN network 13 may be a private network ratherthan a public network, and Internet 15 may be another public or aprivate data network as are known in the art.

In this basic prior art example, call center 17 is equipped to handleboth COST calls and IPNT calls. Both COST calls and IPNT calls aredelivered to call-center 17 by separate network connections. Forexample, a telephony switch 19 in the PSTN may receive incomingtelephone calls and rout them over a COST network connection 23 to acentral switching apparatus 27 located within call center 17. IPNT callsvia Internet 15 are routed via a data router 21 over a data-networkconnection 25 to an IPNT router 29 within call center 17. In thisexample, network switch 19 is meant to represent a wide variety ofprocessing and switching equipment in a PSTN, and router 21 is exemplaryof many routers and IP switches in the Internet, as known in the art.

Call center 17 further comprises four agent stations 31, 33, 35, and 37.Each of these agent stations, such as agent station 31, for example,comprises an agent's telephone 47 for COST telephone communication andan agent's PC/VDU 39 for IPNT communication and additional dataprocessing and viewing. Agent's telephones 49, 51, and 53 along withagent's PC/VDU 41, 43, and 45 are in similar arrangement in agentstations 33, 35, and 37 respectively. Agent's telephones, such asagent's telephone 49, are connected to COST switching apparatus 27 viatelephone wiring 56.

A LAN 55 connects agent's PC/VDU's to one another and to a CPE IPNTrouter 29. A customer-information-service (CIS) server 57 is connectedto LAN 55 and provides additional stored information about callers toeach LAN-connected agent. Router 29 routes incoming IPNT calls toagent's PC/VDU's that are also LAN connected as previously described. Adata network connection 25 connects data router 29 to data router 21located in Internet 15. Specific Internet access and connectivity is notshown, as such is well known in the art, and may be accomplished in anyone of several ways. The salient feature to be emphasized in this priorart example is that separate connections and equipment are necessary andimplemented to be able to handle both COST and IPNT calls at the callcenter.

Each agent's PC/VDU, such as PC/VDU 45 has a connection via LAN 55 anddata network connection 25 to Internet 15 while the assigned agent islogged on to the system, however, this is not specifically required butrather preferred, so that incoming IPNT calls may be routed efficiently.Dial-up connecting rather than a continuous connection to Internet 15may sometimes be employed.

An agent operating at an agent station such as agent station 33 may haveCOST calls arriving on agent's telephone 49 while IPNT calls arearriving on agent's PC/VDU 41. In this particular example lack of aconnection between router 29 and switching apparatus 27 creates acumbersome situation, requiring agents to distribute there time as bestthey can between the two types of calls. Thus, agent time is notutilized to maximum efficiency with respect to the total incoming callspossible from both networks.

FIG. 2 is a system diagram of a prior art call center having a dedicatedbridge connection for both IPNT and COST calls. Telecommunicationsnetwork 59 comprises PSTN 13, Internet 15, and a call center 67. Thisprior art example is similar in architecture to the prior art example ofFIG. 1 with an exception in how IPNT and COST calls are delivered tocall center 67. Therefore, many of the same elements present in FIG. 1are shown again in this example, such as telephony switching apparatus27, agent stations 31-37, LAN connectivity, and so on.

Referring again to FIG. 2, a known network data bridging technique andapparatus is provided, most typically by a local phone company, whereinCOST calls and IPNT calls may be routed side by side over one trunk tocall center 67. This bridge comprises a first telephone-data modem 61, asuitable trunk connection such as a T1 or E1 trunk 65 as is known in theart, and a second telephone-data modem 63. Telephone-data modem 61resides at the public-network level, typically with a local telephonecompany's equipment, but could also be in the PSTN cloud or even theInternet cloud. Telephone-data modem 61 is connected to the PSTN byexemplary COST telephony switch 19 via COST connection 23 and toexemplary data router 21 in Internet 15 via data network connection 25.Calls for call center 67 originating from the PSTN and from Internet 15are transmitted to telephone-data modem 61. Arriving calls are thenrouted over dedicated channels within trunk 65 to telephony-data modem63 at call center 67. For example, a certain number of channels withintrunk 65 are dedicated to carrying COST calls while the remainingchannels are dedicated to carrying IPNT calls and other data. This isnot a dynamic, but a fixed allocation, wherein the portion dedicated toCOST transmission remains constant.

Calls that are received at telephone-data modem 63 from trunk 65 arerouted appropriately depending on type of call. For example, COST callsare routed to switching apparatus 27, and IPNT calls are routed to datarouter 29. In both cases, further routing to agents is the same asdescribed with reference to the prior art example of FIG. 1.

Although the network-data bridging technique, as described above withreference to FIG. 2, requires only one connection (65) to provide bothCOST and IPNT service to call center 67, trunk 65 is partitioned andrequires expensive hardware on both ends to provide and maintainservice. Further, agents face the same issues regarding handlingseparate types of calls as was previously described with reference tothe prior art example of FIG. 1. The dedicated bandwidth issue is stilla problem because the allocation of bandwidth in trunk 65 is fixed,while call loading by type will vary.

FIG. 3 is a system diagram of another system an art known to theinventors with a dedicated bridge connection as in FIG. 2, comprising anIP telephony switch in the call center. Telecommunications network 73comprises PSTN 13, Internet 15, and call center 75. The architecture oftelecommunications network 75 is similar to the architecture of theprior art example of FIG. 2 with at least two important differences.Firstly, call center 75 is enhanced with an Internet protocol (IP)central-telephony switch 28 that has the ability to convert PSTN calldata to IP format, and to distribute the calls as IPNT calls on LAN 7.This enables incoming PSTN calls to essentially be converted into IPNTcalls so far as receiving agents are concerned. Secondly, instead ofregular ACD type telephones such as agent's telephone 49 of FIG. 2, eachagent station 31, 33, 35, and 37 is equipped with an IP-telephone, suchas telephones 77, 79, 81, and 83 respectively. Each IP-telephone such asIP-telephone 81, for example, is connected to LAN 77. LAN 77 is enabledfor IP data as well as other data that may be transmitted from time totime.

In this prior art example, the requirement for COST telephone wiringsuch as wiring 56 of FIGS. 1 and 2 is eliminated. Incoming COST callsarriving at telephone-data modem 63 are sent over connection 71 toIP-telephony switch 28. IP-telephony switch 28 converts COST calls toIPNT format before routing the calls to individual IP-telephones overLAN 77. IPNT calls arriving from Internet 15 at telephone-data modem 63are routed over connection 69 to data router 29 and on to agent'sPC/VDU's or agent's IP telephones in the same procedure as describedwith reference to the prior art example of FIG. 2.

An advantage of this embodiment is that agents may handle both COST-IPNTcalls (COST calls converted to IPNT format in IP-telephony switch 28)and regular IPNT calls with either a LAN connected IP-telephone or a LANconnected PC/VDU. Agent time is better utilized. However, the hardwareused to facilitate the network-data bridging technique as described withreference to the prior art example of FIG. 2 is not eliminated.Therefore, cost savings is still relatively limited.

FIG. 4 is a system diagram of an IPNT call center and connections tonetwork level, including a unique bridge unit, in an embodiment of thepresent invention. It is emphasized that the system shown and thedescription below of the system is exemplary only, and not limiting inthe breadth of the present invention. The IPNT aspects of the callcenter could be implemented in a different, but still data network typeprotocol. Also the fact of a call center in the example is exemplary.The call center may be any DNT local or customer-premises type system,such as a telephone system at any company.

In this embodiment of the invention COST calls, represented in PSTNnetwork 13 by arrow 90, are converted to IPNT format at the networklevel before being routed to a call center, and IPNT calls may also beconverted to COST calls. This unique and innovative capability would, ina preferred embodiment, be provided by a local telephone company as aservice to companies hosting IPNT call centers. The conversion, however,is not limited to the equipment of a local phone company. The conversionbridge may also be in the PSTN or other network, or in the Internetspace. Conversion also is not limited to two networks, although examplesto follow show two networks for simplicity in description. Bridge unitsaccording to the invention may connect to, and operate between three,four, or more networks.

Telecommunications network 85 comprises PSTN 13, Internet 15, and anIPNT-enhanced call-center 89. According to a preferred embodiment of thepresent invention, a COST-IPNT computerized bridge 87 is provided as auniversal bi-directional connection between PSTN 13 and Internet 15. Forexample, bridge 87 has the ability to convert COST calls to IPNT andIPNT calls to COST format, and also to receive and place calls of bothtypes.

In an example, COST calls received on trunk 23 may be associated with anIP address and routed through Internet 15 to a call center 89, or to anyother IP address. In a preferred embodiment IP addresses are associatedin a database either resident in the computerized bridge unit oraccessible to the bridge. Companies having IP-only call centers may nowadvertise an 800 (or other no-charge-to-calling-party) COST number, thatcan be matched via the database to an IP address of a first data-routersuch as data router 29 within call center 89. Such a database may berelatively limited, such as to clientele of a local telephone companyproviding the service, or, in the opposite extreme, every COST numberassigned in the world may be associated in such a database with an IPaddress.

Now, a call center such as call center may be implemented as anIPNT-only call center, eliminating much hardware, software, andconnectivity associated with prior art call centers. For example,because all incoming calls to call center 87 are now IPNT calls,expensive COST telephony switching apparatus normally found within callcenters are no longer required. IP switching apparatus as shown in FIG.3 is no longer required. COST telephony wiring such as wiring 56 of FIG.2 is similarly eliminated. A range of other equipment and softwareassociated with COST call centers is also eliminated. Call centerfunctions are substituted with less expensive and easier managed IPNTcounterparts running appropriate software applications. Expensivenetwork cabling and hardware used in prior art bridging techniques asdescribed with reference to FIGS. 2 and 3 above is eliminated as well.As a result, companies offering the service as well as companies hostingcall centers realize substantial cost reductions related to previouslyrequired architecture and infrastructure.

Referring again to FIG. 4, PSTN callers may dial an 800 number, aspreviously mentioned, that connects them to bridge 87. A matching IPaddress is retrieved, typically from a database, and the COST call isthen converted to IPNT format and routed via the best route availablethrough Internet 15. All quality assurance techniques such as reservingbandwidth, compression techniques, special servers, firewallapplications, encryption, and so on, as known to the inventor may beapplied.

All incoming calls to call center 89 are now IPNT calls and are receivedand routed via data router 29 to agents working at agent stations 31,33, 35, and 37. IPNT calls originating from a caller at a COST numberare handled in the same way as IPNT calls originating from Internet 15.Thus, a seamless integration is achieved.

This innovative system and apparatus also works in reverse as follows:An IPNT call may be initiated by an agent within call center 89, perhapsas a call back to a COST caller, and connection may be achieved in avariety of ways. In one embodiment, bridge 87 has voice response orsoftware code capability whereby an agent may offer a COST caller'sphone number via spoken voice, software code, key stroke (if usingPC/VDU), or touch tone (if using IP telephone) enabling a lookup andsubsequent dialing of a COST caller's number. When the called partyanswers, conversation may ensue between the agent at call center 89 andthe called party on a COST telephone connected anywhere to the PSTNnetwork. Also, calls coming from the Internet cloud, represented byarrow 91, may be redirected over the bridge to a COST call center..

In an alternative embodiment, a COST telephone number may be encoded byan agent in call center 89 into an IP address of the bridge, and thebridge is adapted to extract that COST number from the IP address orother header in an incoming IP call from the call center. The codedportion of the IP address may also have just a key instead of the entireCOST number, and the key may allow look-up in a stored table at thebridge to certain the COST number to which the call may be connected andtranslated..

In yet another alternative embodiment, customers may be given IPaddresses if they do not already have one so that a general tablelisting PSTN numbers to IP address numbers may be created and kept bothat call center 89 and at COST-IPNT bridge 87. In this instance,customers who do not own a computer would still have a registered IPaddress for matching purposes. An agent could supply the IP address viavoice or other methods as previously described. A database of COSTnumbers and IP address matches could be far reaching and couldconceivably include anyone weather they have patronized a call center ornot, or weather they own a computer or not.

In some embodiments of the present invention, data router 29 would notbe required. This would be a case wherein the method and apparatus ofthe present invention is used with a very small call-in location,perhaps operating only a few agent stations or, perhaps, only one agentstation. COST-IPNT bridge 87 would route calls directly to the IPaddress of the agent's computer or IP. Further, routing may beaccomplished via an agent's PC/VDU if there is more than one, but arelatively few operating agents.

In still another embodiment, back-up IP addresses may be programmed intoCOST-IPNT bridge 87 so that when a COST caller dials afree-to-calling-party number, after conversion to IPNT format a first IPaddress may be replaced by a second or back-up IP address if there is along wait or if the first IP address is busy. In this case the convertedcall would be routed to the second choice IP address, and so on. Thiscould be particularly useful for small business wherein only a fewcontacts are available and expense for a data router would beprohibitive.

FIG. 5 is a system diagram of the unique call center system andconnections of FIG. 4, further showing CTI enhancement. In thisembodiment sophisticated routing rules known to the inventor may beinitiated and executed via transaction-server control over certainhardware (i.e. switches and routers) established in both PSTN 13 andInternet 15. This particular embodiment would most likely be utilized bylarge organizations hosting many call-centers which may be spread over alarge geographical region.

Referring again to FIG. 5, telecommunications center 91 comprises PSTN13, Internet 15, COST-IPNT bridge 87 and an IPNT call-center 93. Aservice control point (SCP) 92 processes incoming COST calls representedby vector 90. A CTI processor 95 executing one or more CTI applications,and known as a T-Server (TS) is connected to router 29. T-Server 95 isconnected in the call center to router 29, and monitors activity atrouter 29 and also exercises control at various levels over operation ofrouter 29. That is, T-Server 95 may be informed of all incoming calls,exercise sophisticated routing rules, and control router 29 in followingthe routing rules. T-Server 95 is not limited to routing rules andalgorithms, but may provide a considerable range of CTI functions.Router 91 can act as SCP for IPNT-originated calls, and may route themto the IPNT call center, or via the bridge to the COST network.

In this embodiment a second T-Server 95 is integrated with equipment atthe network level, such as with the SCP in PSTN 13. The T-Server at callcenter 93 and the T-Server at the network level are connected by adigital link 94. Thus certain T-S routing and control routines (known tothe inventor) can be executed at SCP 92. CTI hardware such as additionalprocessors, stat-servers, intelligent peripherals, and the like that maybe present in PSTN 13 are not shown but may be assumed to be present inthis particular embodiment.

When a COST call arrives at SCP 92, information is typically obtainedfrom the caller via IVR or other methods known in the art. Thisinformation may include call destination, purpose of the call, calleridentity, etc. This information in some embodiments may be transmittedto call center 93 via link 94 before delivery of the actual call. Basedon the information obtained at SCP 92 and, perhaps additional datasupplied by TS 95, the call is routed to a predetermined destination, inthis case, COST-IPNT bridge 87 over telephone network connection 23. Inanother embodiment, T-S 95 may cause an incoming COST call to be routedto another COST-IPNT bridge, or some other destination.

As described with reference to FIG. 4, COST calls arriving at bridge 87are routed through Internet 15 on data-network connection 25 as IPNTcalls. The bridge serves as a dynamically translating interface. A datarouter 21 is shown connected to line 25 within Internet 15 and is usedas a first destination of COST-IPNT bridge 87.

In some embodiments T-S 95 at the call center may also interact withrouter 21, exemplary of routers and IP switches in the Internet, viaconnection 26. There may also be instances of T-Servers 95 as shownassociated with Internet routers and switches, which may communicatewith T-Server 95 at call center 93, to provide CTI functions in thenetwork initiated at call center level.

If it is determined by a T-Server 95 that a call has been miss-routeddue to error, for example, it can re-route the call to another locationin Internet 15, such as another routing point, or it can rout the callback to PSTN 13 through PSTN/IPNT bridge 87 where the call would beconverted back to a PSTN call and sent back to SCP 92, or perhapsanother location within PSTN 13. In this and other ways T-S 95 mayexercise control over calls at the network level before a call arrivesat call-center 93.

In the absence of re-routing, calls arriving at data router 29 arefurther routed to individual agents as they become available to handlecalls. Either IP telephones such as IP telephone 83 or PC/VDU's such asagent's PC/VDU 45 may be used to answer calls. Also, conventionaltelephones may also be connected individually to PC/VDU's as is shownwith reference to agent station 37. In this case, IP telephone 85 is notconnected to LAN 77 but rather to PC/VDU 45 via a cable 99. Cable 99would, in embodiments known to the inventor, act as an interfacing cableconnecting the telephones speaker and microphone functions to a soundcard on PC/VDU 45 allowing an IPNT transaction to handled by aconventional telephone. There are several ways such an interface may bemade.

The embodiment described with reference to FIG. 5 is useful wheresophisticated routing rules are to be implemented. Load balancingbetween call centers, statistical routing, predictive routing,take-back-and transfer, and other functionality known to the inventorcan be applied through T-Server control.

It will be apparent to one with skill in the art that the method andapparatus of the present invention may be used in very large call-centerembodiments or in very small call-in centers without departing from thespirit and scope of the present invention. COST-IPNT bridge 87 can beset up to facilitate many companies of various sizes. For example, inone embodiment, a two man company or even an isolated salesman operatingfrom a computer-enhanced sales-order desk may subscribe to a serviceproviding advantages according to the present invention and have theirIP address or addresses programmed directly into COST-IPNT bridge 87 soas obviate use of expensive telephone call center equipment.

In another embodiment, a large call center host organization may utilizethe present invention with T-server control to distribute calls over awide geographic region with many call centers and routing points. Itwill also be apparent to one with skill in the art that there may bemany more than one COST-IPNT bridge such as bridge 87 distributed overdifferent geographic locations, and that a single company may reserveaccess to more than one COST-IPNT bridge at those different locations.

Further, it will be apparent to the skilled artisan that the method andapparatus of the present invention may be applied to many varyingnetwork and call center architectures and infrastructures withoutdeparting from the spirit and scope of the present invention. Forexample, instead of applying the method and apparatus of the presentinvention to PSTN 13 and Internet 15, a private telephone network and aseparate and private wide area data network may utilized, and so on.Also, call centers subscribing to services according to embodiments ofthe present invention may be pure IPNT call centers, or a combination ofCOST and IPNT. Such a case would be a large call center offering manydifferent areas of service via IPNT whereas bill collection or creditanalysis is still handled via COST telephony, and so on. The spirit andscope of the present invention is limited only by the claims thatfollow.

In yet another aspect of the invention, bridges similar to bridge 87 maybe provided between any two protocol-incompatible networks. Theinterface and functionality described is not necessarily limited toconnection-oriented networks interfacing with non-connection-orientednetworks. Two DNT networks of dissimilar data protocol could besimilarly linked, and two connection-oriented networks havingincompatible call protocol could also be similarly linked, for example.

What is claimed is:
 1. A Computer-Telephony Integration (CTI) enhancedtelephony system, comprising: a Data Network Telephony (DNT) call centerat a first location, the call center having multiple agent stations withDNT-capable telephone apparatus connected on a local area network (LAN)to a Call-Center Data Router in turn connected to a data network capableof carrying DNT calls; a CTI Server connected by a CTI link to the CallCenter Data Router, the CTI server executing CTI applications; a NetworkData Router in the data network for routing data packets, the Networkdata router connected to a network CTI Server performing CTIapplications; and a computerized telephony bridge at a second locationremote from the first location; the computerized bridge comprising: atrunk-line port and associated circuitry for receiving and placingConnection-Oriented/Switched Telephony (COST) telephone calls on a COSTnetwork; a data network port and associated circuitry for receiving andplacing Data Network Telephony (DNT) calls on the data network;conversion circuitry for converting data dynamically between DNT andCOST telephone calls; and control routines receiving a first call fromone of the COST and DNT networks, to place a call associated with thereceived call on the network other than the network on which the call isreceived, and to dynamically convert data between the associated calls;wherein the Call Center CTI Server communicates over the data networkwith the Network CTI Server to provide CTI functions for calls routed atthe Network Data Router.
 2. The system of claim 1 wherein the datanetwork is the Internet, and the DNT calls are Internet Protocol NetworkTelephony (IPNT) calls.
 3. The system of claim 1 wherein the DNT-capabletelephone apparatus is a DNT-telephony-capable telephone.
 4. The systemof claim 1 wherein the DNT-capable telephone apparatus is a multi-mediapersonal computer (PC).
 5. The system of claim 1 wherein the bridgefurther comprises a digitally-stored look-up table relating COSTtelephone numbers to IP addresses, and wherein the control routinesretrieve specific data from an incoming call, either COST or DNT, and touse the retrieved data to access the look-up table to determine anassociated COST telephone number or IP address, and to use theassociated COST telephone number or IP address to place a callassociated with the incoming call.
 6. The system of claim 5 wherein thespecific data from the incoming call is coded in a portion of an IPaddress associated with the incoming call.
 7. The system of claim 1wherein the control routines receive a DNT call from a caller, and tonegotiate with the caller to ascertain a COST telephone number to use toplace a COST call associated with the incoming DNT call.
 8. The systemof claim 7 wherein the bridge further comprises an Interactive VoiceResponse (IVR) unit, and wherein the IVR unit negotiates with the callerto ascertain a COST telephone number for a call to be associated withthe incoming DNT call.
 9. The system of claim 1 wherein the Call CenterCTI server cooperates with the network CTI server at the Network DataRouter to provide a data network Service Control Point (SCP) providingcooperative call processing.
 10. The system of claim 9 wherein thecooperative call processing includes pre-routing of incoming calls atthe SCP based on data transferred from the CTI Server at the callcenter.
 11. The system of claim 9 wherein the cooperative callprocessing includes eliciting information from callers at the SCP andtransfer of the elicited information to the Call Center CTI Server viathe data network link.
 12. The call center system of claim 1 furthercomprising additional call centers at separate locations, each havingtwo or more agent stations, a computerized data router at each agentstation connected to the DNT network and to the DNT interfaces at theagent stations, wherein each router has a separate IP address and eachrouter receives DNT calls from the computerized telephony bridge and toroute the calls to individual DNT equipment at the agent stationsconnected to the router at each host location based on pre-storedrouting rules, which may be different at different host locations.
 13. Amethod for implementing a data network telephony (DNT)-only call center,comprising steps of: (a) forming a call center of two or more agentstations at a first host location, each agent station having a DataNetwork Telephony (DNT) interface connected by a local area network(LAN) to a Call Center data router at the call center with a DNT portconnecting to a data network capable of transmitting DNT telephonycalls, the data router having an IP address; (b) connecting a datanetwork telephony (DNT) network to the DNT port at the router; (c)connecting a first Computer-Telephony Integration (CTI) Server to theCall Center data router; (d) connecting a second CTI server to a networkdata router in the DNT data network (e) connecting, remote from thefirst host location, a computerized bridge unit to the DNT network by adata network port and associated circuitry for receiving and placingData Network Telephony (DNT) calls on the data network, the bridge unithaving a trunk-line port and associated circuitry for receiving andplacing Connection Oriented/Switched Telephony (COST) telephone calls ona COST network, conversion circuitry for converting data dynamicallybetween DNT and COST telephone calls, and control routines receive afirst call from one of the COST and DNT networks, to place a callassociated with the received call on the network other than the networkon which the call is received, and to dynamically convert data betweenthe associated calls; (f) receiving a call at the DNT data network datarouter; and (g) processing the received call by CTI functions providedby the second CTI server in cooperation with the first CTI server. 14.The method of claim 13 wherein the data network is the Internet and theCOST network is a publicly-switched telephone network (PSTN).
 15. Themethod of claim 13 wherein, in step (a) the DNT interface is aDNT-telephony capable telephone.
 16. The method of claim 13 wherein instep (a) the DNT interface is a multi-media personal computer (PC). 17.The method of claim 13 wherein the bridge unit in step (c) furthercomprises a digitally-stored look-up table relating COST telephonenumbers to IP addresses, and wherein in step (e) the association is doneby accessing the look-up table.
 18. A Computer-Telephony Integration(CTI) enhanced telephony system, comprising: a Data Network Telephony(DNT) call center at a first location, the call center having multipleagent stations with DNT-capable telephone apparatus connected on a localarea network (LAN) to a Call-Center Data Router in turn connected to adata network capable of carrying DNT calls; a CTI Server connected by aCTI link to the Call Center Data Router, the CTI server executes CTIapplications; and a Network Data Router in the data network for routingdata packets, the Network data router connected to a network CTI Serverperforming CTI applications; wherein the Call Center CTI Servercommunicates over the data network with the Network CTI Server toprovide CTI functions for calls routed at the Network Data Router. 19.The system of claim 18 wherein the data network is the Internet, and theDNT calls are Internet Protocol Network Telephony (IPNT) calls.
 20. Thesystem of claim 18 wherein the Call Center CTI server cooperates withthe network CTI server at the Network Data Router to provide a datanetwork Service Control Point (SCP) providing cooperative callprocessing.
 21. The system of claim 20 wherein the cooperative callprocessing includes pre-routing of incoming calls at the SCP based ondata transferred from the CTI Server at the call center.
 22. The systemof claim 20 wherein the cooperative call processing includes elicitinginformation from callers at the SCP and transfer of the elicitedinformation to the Call Center CTI Server via the data network link. 23.The call center system of claim 18 further comprising additional callcenters at separate locations, each having two or more agent stations, acomputerized data router at each agent station connected to the DNTnetwork and to the DNT interfaces at the agent stations, wherein eachrouter has a separate IP address and each router receives DNT calls fromthe computerized telephony bridge and to route the calls to individualDNT equipment at the agent stations connected to the router at each hostlocation based on pre-stored routing rules, which may be different atdifferent host locations.